Smart documentation systems and methods

ABSTRACT

Methods and systems described herein can provide a computing device configured to display on a display screen of the computing device a first window listing a set of entries and a second window that can add entries directly into the set of entries and that can search for entries having selected features. The second window can dynamically display one or more keywords related to an entry as the entry is being created. The keywords can be determined as the entry is created and can be associated with the entry as the entry is added to the set of entries. The second window can receive a search request with the keywords and in response, cause the entries associated with the keywords to be displayed in the first window.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.15/918,058, entitled “SMART DOCUMENTATION SYSTEMS AND METHODS,” filed onMar. 12, 2018, now allowed, which is a non-provisional of and claimspriority to U.S. Provisional Application No. 62/476,432, filed on Mar.24, 2017, entitled “SMART DOCUMENTATION SYSTEM AND METHOD,” both ofwhich are hereby incorporated by reference in their entirety for allpurposes.

TECHNICAL FIELD

Various embodiments of the present disclosure generally relate todocumentation. More specifically, various embodiments of the presentdisclosure relate to smart documentation systems and methods.

BRIEF DESCRIPTION OF THE DRAWINGS

Embodiments of the present disclosure will be described and explainedthrough the use of the accompanying drawings, in which:

FIG. 1 illustrates an example of a network-based operating environmentin accordance with various embodiments of the present disclosure;

FIG. 2 illustrates various components of an smart documentation systemthat may be used in accordance with various embodiments of the presentdisclosure;

FIG. 3 is a flowchart illustrating a set of operations for adding andsearching for entries in a smart documentation system in accordance withvarious embodiments of the present disclosure;

FIG. 4 is an example of a user interface that allows a user to addentries in accordance with various embodiments of the presentdisclosure;

FIG. 5 is an example of a user interface that allows a user to searchentries in accordance with various embodiments of the presentdisclosure;

FIG. 6 is an example of a user interface that allows a user to selectuser settings in accordance with various embodiments of the presentdisclosure;

FIGS. 7A-7B are an example of how a smart documentation can be organizedin accordance with various embodiments of the present disclosure;

FIG. 8 illustrates an example of a computer system with which someembodiments of the present disclosure can be used; and

DETAILED DESCRIPTION

Existing documentation systems can provide limited sorting options andinefficient view options. When dealing with thousands of documents forone matter, such as when a person submits a medical, home, or autoinsurance claim, time, accuracy and overall user satisfaction iscompromised. For example, previous claims documentation systems displayentries on an entirely different screen than adding or searchingentries. Additionally, in the prior systems, all entries are treated thesame regardless of whether the system or a representative generated theentry. When searching for an entry in the prior systems, the searchterms must match precisely or an entry will not be included in thesearch results. Prior systems include templates that help generateentries. However, many times the templates are not completely filled outand yet even the incomplete fields (e.g., labels) are saved, taking upmemory but not providing information. Methods and systems describedherein use a smart documentation system, allowing users to view, add,and search entries efficiently.

In some embodiments, the system can arrange a graphical user interfaceto have a first portion (e.g., window) with a set of entries and asecond portion (e.g., window) with the capability to create and add anentry to the set of entries and search within entries. As the usercreates and entry, the system can determine keywords/topics that willtrigger the entry when the set of entries are being searched. Thekeywords can be associated with the entry when the entry is added to theset of entries. When a user searches the set of entries, the user canselect filters including keywords, entities, types of entry (e.g.,system created, manually created), types of documentation (e.g.,photograph, phone call documentation, electronic documentation), andothers. The entries triggered by the search parameters, including thekeyword can be displayed on the first portion of the graphical userinterface. In some embodiments, the smart documentation system is viewedfrom variable screen sizes. The first and the second portions are sizedso the user can operate even on smaller screens. In some embodiments,where entries are created from templates, only the completed portions ofthe templates are saved.

The system defaults can allow for certain types of entries to beautomatically collapsed while other entries are automatically expanded,though defaults can change with user preferences. In some embodiments,entries associated with more than one or all of the search criteria areshown in an expanded view whereas entries associated with only one ofthe search criteria are shown in a collapsed view.

In some embodiments, the system is a claims documentation system. In anexample, adding an entry can include adding notes from a conversationwith the claimant or noting that the author has completed paperwork onthe claim. Entries can also be system generated. For example, the systemcan generate an entry that notates that a letter was sent to theclaimant. In some embodiments, the set of entries relates only to asingle claim. In other embodiments, the set of entries relates tomultiple claims made by a particular claimant.

This disclosure describes smart documentation systems and methodsdesigned to increase the efficiency of using a system with multipleentries. Various embodiments may provide one or more of the followingtechnological improvements: (1) improved accuracy in searching forentries; (2) increased efficiency in adding entries; (3) real-time ornear real-time knowledge of searches that will trigger an entry; and (4)memory savings by saving only completed portions of entries created withtemplates.

In this description, numerous specific details are set forth to providea thorough understanding of embodiments of the present disclosure.However, it will be apparent to one skilled in the art upon reading thedisclosure that embodiments may be practiced without some of thesespecific details.

Moreover, the techniques introduced here can be embodied asspecial-purpose hardware (e.g., circuitry), as programmable circuitryappropriately programmed with software and/or firmware, or as acombination of special-purpose and programmable circuitry. Hence,embodiments may include a machine-readable medium having stored thereoninstructions that may be used to program a computer (or other electronicdevices) to perform a process. The machine-readable medium may include,but is not limited to, floppy diskettes, optical discs, compact discread-only memories (CD-ROMs), magneto-optical discs, read-only memories(ROMs), random-access memories (RAMs), erasable programmable read-onlymemories (EPROMs), electrically erasable programmable read-only memories(EEPROMs), magnetic or optical cards, flash memory, or other types ofmachine-readable media suitable for storing electronic instructions.

FIG. 1 illustrates an example of a network-based operating environment100 in which some embodiments of the present disclosure may be used. Asillustrated in FIG. 1, operating environment 100 may includeapplications 105A-105N running on one or more computing devices110A-110M (such as a mobile device; a mobile phone; a telephone; atablet computer; a mobile media device; a mobile gaming device; avehicle-based computer; a dedicated terminal; a public terminal,desktop, or laptop computer; a kiosk; wearable devices such as asmartwatch; etc.). In some embodiments, applications 105A-105N may bestored on one or more computing devices 110A-110M or may be storedremotely on a server (in the “cloud”). These computing devices caninclude mechanisms for receiving and sending traffic by connectingthrough network 115 to smart documentation system 120, and data stores125 and 130.

Computing devices 110A-110M may be configured to communicate via network115 with smart documentation system 120. In some embodiments, computingdevices 110A-110M can retrieve or submit information to smartdocumentation system 120 and run one or more applications withcustomized content retrieved by smart documentation system 120, and datastores 125 and 130. For example, computing devices 110A-110M can executea browser application or a customized client to enable interactionbetween the computing devices 110A-110M, smart documentation system 120,and data stores 125 and 130.

Network 115 can be any combination of local area and/or wide areanetworks using wired and/or wireless communication systems. Network 115can be or could use any one or more of the followingprotocols/technologies: Ethernet, IEEE 802.11 or Wi-Fi, worldwideinteroperability for microwave access (WiMAX), cellulartelecommunication (e.g., 3G, 4G, 5G), CDMA, cable, digital subscriberline (DSL), etc. Similarly, the networking protocols used on network 115may include multiprotocol label switching (MPLS), transmission controlprotocol/Internet protocol (TCP/IP), user datagram protocol (UDP),hypertext transport protocol (HTTP), simple mail transfer protocol(SMTP), and file transfer protocol (FTP). Data exchanged over network115 may be represented using technologies, languages, and/or formatsincluding hypertext markup language (HTML), or extensible markuplanguage (XML). In addition, all or some links can be encrypted usingconventional encryption technologies such as secure sockets layer (SSL),transport layer security (TLS), and Internet Protocol Security (IPSec).

Smart documentation system 120 can run on one or more servers and canarrange user interfaces, add entries, determine keywords, receivesearches, determine entries based on the searches, display searchresults, store profiles and/or policies in data stores 125 and 130,and/or perform other activities. In some embodiments, smartdocumentation system 120 includes various data processing and analytictools that allow it to determine which keywords to associate to anentry. In some embodiments, smart documentation system 120 is a server.

Smart documentation system 120 may be communicably coupled with datastores 125 and 130 and computing devices 110A-110M, and may communicate,access, or receive data (e.g., device information, authenticationinformation) from third party 135, computing devices 110A-110M, and datastores 125 and 130. Smart documentation system 120 can be associatedwith a membership organization (e.g., a financial institution or aninsurance company), and the entries can relate to insurance claims.

Data stores 125 and 130 can manage storage and access to entries,documents, user data, user profiles, documents, and other information.Data stores 125 and 130 may be data repositories of a set of integratedobjects that are modeled using classes defined in database schemas.Smart documentation system 120 and/or other servers may collect and/oraccess data from data stores 125 and 130. Data stores 125 and 130 mayfurther include flat files that can store data. In some embodiments,there are numerous data stores such as data stores 125 and 130 and inother embodiments, only one data store exists.

FIG. 2 illustrates a set of components within smart documentation system120 according to one or more embodiments of the present disclosure.According to the embodiments shown in FIG. 2, smart documentation system120 can include memory 205, one or more processors 210, arranging module215, adding entry module 220, keyword relationship module 225, searchingentry module 230, and graphical user interface (“GUI”) generation module235. Other embodiments of the present disclosure may include some, all,or none of these modules and components, along with other modules,applications, and/or components. Still yet, some embodiments mayincorporate two or more of these modules and components into a singlemodule and/or associate a portion of the functionality of one or more ofthese modules with a different module.

Memory 205 can be any device, mechanism, or populated data structureused for storing information. In accordance with some embodiments of thepresent disclosure, memory 205 can encompass, but is not limited to, anytype of volatile memory, nonvolatile memory, or dynamic memory. Forexample, memory 205 can be random-access memory (RAM), memory storagedevices, optical memory devices, magnetic media, floppy disks, magnetictapes, hard drives, single inline memory modules (SIMMs), synchronousdynamic random-access memory (SDRAM), dual inline memory modules(DIMMs), Rambus dynamic random-access memory (RDRAM), double data raterandom-access memory (DDR RAM), small outline dual inline memory modules(SODIMMs), EPROM, EEPROM, compact discs, DVDs, and/or the like. Inaccordance with some embodiments, memory 205 may include one or moredisk drives or flash drives; one or more databases; one or more tables;or one or more files, local cache memories, processor cache memories,relational databases, flat databases; and/or the like. In addition,those of ordinary skill in the art will appreciate many additionaldevices and techniques for storing information that can be used asmemory 305.

Memory 205 may store instructions for running one or more applicationsor modules on processor(s) 210. For example, memory 205 could be used inone or more embodiments to house all or some of the instructions neededto execute the functionality of arranging module 215, adding entrymodule 220, keyword relationship module 225, searching entry module 230,and GUI generation module 235.

Arranging module 215 can arrange a graphical user interface with avarious portions (e.g., windows). In some embodiments, the first portioncan have a set of entries and a second portion can have capability toadd an entry to the set of entries, to search the set of entries, tocapture user preferences, among other capabilities. Entries can includeany type of documentation including manually entered entries (e.g.,representative speaks on phone with member and documents theconversation), system generated entries (e.g., a system generated letteris sent to the user and documented in the system), and communicationsreceived from third parties (e.g., a user sends an email regarding aclaim).

The first portion can be placed on the left side of the graphical userinterface such as in FIG. 4, element 406. The entries can be displayedusing preferences and/or defaults such as collapsing system generatedclaims and expanding manually generated claims, ordering by time,author, operating function of operator (e.g., representative, manager),type of communication (e.g., voicemail, letter, notes), type of entry(e.g., system generated claim, manually generated claim, third partycommunication), among other preferences and/or defaults.

The second portion can be placed on the right side of the graphical userinterface such as in FIG. 4, element 408. The second portion can includetabs such as tab to add an entry, a tab to search entries, and asettings tab. Each tab can have sub portions. For example, the tab toadd an entry can include a first sub portion for a user to input theentry, a second sub portion for the system to show keyword matches tothe entry being input by the user, and a third sub portion withtemplates the user can choose from to create the entry. The search tabcan have various filters available to search the entries such as type ofdocumentation (e.g., manual or system generated), topic (e.g.,estimates, delivery, injury, receipts), entities, and author, as shownin FIG. 5, element 502. The settings tab can include user preferences,as shown in FIG. 6.

Adding entry module 220 can receive a request to add an entry to the setof entries. In some embodiments, the request can be received via thesecond portion of the graphical user interface as shown in FIG. 4,element 402. The entry can include one or more acronyms, words, orphrases (e.g., “call from agent regarding pr//adv clms”). As the usercomposes or creates the entry, adding entry module 220 dynamicallydetermines one or more keywords related to the entry. In someembodiments, the keywords that will be associated with the entry canappear below where the entry is being input (e.g., FIG. 4, element 404).In this way, the user can see what keywords will be associated with theentry as the user is inputting the entry. Once the user is donecomposing the entry and indicates that the entry should be added to theset of entries (e.g., selects “submit”), the entry is added to the setof entries. To create the entry and/or other documentation, the user canselect a template, such as FIG. 4, element 410. In some embodiments, theuser selects a template and completes the template to the extentpossible but cannot complete the entire template. In such circumstances,only the portions of the template that have been completed (or includeat least some text) are saved in the entry, as opposed to saving theentire template, regardless of whether a portion of the template hasbeen modified or completed. Thus, saving only the completed portions ofthe template saves memory without sacrificing information.

Keyword relationship module 225 can determine keywords that will beassociated with the entry as the entry is being created. The keywordscan be displayed in real-time below where the user is composing theentry (404). The relationships can be defined, for example, in adatabase as shown in FIGS. 7A-7B. For example, if the user inputs“arbitration,” “arb,” or “arbiter,” the keyword “arbitration” willappear in the keyword portion. In this way, the user can know, in realtime, what searches will bring up the entry. This also allows the userto use shorthand in creating entries by providing assurances that theentry will appear in searches. Once the entry is added to the set ofentries (e.g., when the user selects “submit”), the keyword(s) can beassociated with the entry. For example, if a search for entries relatedto “arbitration” would trigger the entry. In some embodiments, the usercan create new keywords.

Searching entry module 230 receives a search request from a user. Theuser can search a set of entries using various filters such askeywords/topics, entity, type of entry (e.g., manual, system created)and type of documentation (e.g., voicemail), and the user can selectmore than one of each. The user can further select whether the resultsshould be time/date-ordered, the types of entries that should bedisplayed, and other preferences. After the user selects the filters,the resulting entries can be displayed on the first portion of thegraphical user interface, allowing the user to see the search criteriaand the search results.

In some embodiments, when the user has selected more than one keyword,the search results can include entries that include all of the keywordsor filters (i.e., primary entries) and entries that include fewer thanall of the keywords or filters (i.e., secondary entries). In someembodiments, the primary entries are displayed in an expanded view(e.g., FIG. 5, element 504) whereas the secondary entries are displayedin a collapsed view (e.g., FIG. 5, element 506). Displaying results inthis manner provides improvements over previous systems by indicatingthe most relevant entries but providing additional relevant results sothe user does not miss critical entries.

GUI generation module 235 can generate one or more GUI screens thatallow interaction with a user. In at least one embodiment, GUIgeneration module 240 generates a graphical user interface receivinginformation from and/or conveying information to the user. For example,GUI generation module 240 can display the arranged user interface,filtered sets of entries, the keywords, and preferences.

FIG. 3 is a flowchart illustrating sets of operations 300 for adding andsearching for entries in a smart documentation system. In someembodiments, fewer than all of the operations in each set of operationsare performed, whereas in other embodiments, additional operations areperformed. Moreover, in some embodiments, the operations may beperformed in different orders or in parallel. The operations can beperformed by various components of smart documentation system 120illustrated in FIG. 3.

Arranging operation 302 arranges a graphical user interface with a firstportion and a second portion. The first portion can list the entries andthe second portion can provide capability for the user to add entries orsearch the entries in the first portion. Receiving operation 304 canreceive a request to add an entry. The request can be received via thesecond portion of the graphical user interface. Determining operation306 determines the keyword(s) that relate the entry as the entry isbeing created. Such keywords can be displayed on the second portion sothe user can see what keywords will trigger the entry when entries arebeing searched. Receiving operation 308 receives a search request thatincludes a selection of one or more keywords. Entries triggered by thekeyword are displayed in the first portion, according to displayingoperation 310.

Computer System Overview

Embodiments of the present disclosure include various steps andoperations, which have been described above. A variety of these stepsand operations may be performed by hardware components or may beembodied in machine-executable instructions, which may be used to causea general-purpose or special-purpose processor programmed with theinstructions to perform the steps. Alternatively, the steps may beperformed by a combination of hardware, software, and/or firmware. Assuch, FIG. 8 is an example of a computer system 800 with whichembodiments of the present disclosure may be utilized. According to thepresent example, the computer system 800 includes an interconnect 810,at least one processor 820, at least one communication port 830, a mainmemory 840, a removable storage media 850, a read-only memory 860, and amass storage device 870.

Processor(s) 820 can be any known processor, such as, but not limitedto, an Intel® Itanium® or Itanium 2® processor(s), or AMD® Opteron® orAthlon MP® processor(s), or Motorola® lines of processors. Communicationport(s) 830 can be a RS-232 port for use with a modem-based dial-upconnection, a 10/100 Ethernet port, or a Gigabit port using copper orfiber. Communication port(s) 830 may be chosen depending on the type ofnetwork such as a Local Area Network (LAN), Wide Area Network (WAN), orany network to which the computer system 800 connects.

Main memory 840 can be random access memory (RAM) or any other dynamicstorage device(s) commonly known in the art. Read-only memory 860 can beany static storage device(s) such as programmable read-only memory(PROM) chips for storing static information, such as instructions forprocessor(s) 820.

Mass storage device 870 can store information and instructions. Massstorage devices that may be used include hard disks such as the Adaptec®family of SCSI (small computer system interface) drives, optical discs,an array of discs such as RAID (redundant array of independent disks),the Adaptec® family of RAID drives, or any other mass storage device.

Interconnect 810 communicatively couples processor(s) 820 with the othermemory, storage, and communication blocks. Depending on the storagedevices used, interconnect 810 can be a PCI/PCI-X- or SCSI-based systembus.

Removable storage media 850 can be any type of external hard drive,floppy drive, IOMEGA® Zip Drives, compact disc read-only memory(CD-ROM), compact disc re-writable (CD-RW), and/or digital video discread-only memory (DVD-ROM).

The components described above are meant to exemplify some types ofpossibilities. In no way should the aforementioned examples limit thedisclosure, as they are only exemplary embodiments.

Terminology

Brief definitions of terms, abbreviations, and phrases used throughoutthis application are given below.

The terms “connected” or “coupled” and related terms are used in anoperational sense and are not necessarily limited to a direct physicalconnection or coupling. Thus, for example, two devices may be coupleddirectly or via one or more intermediary media or devices. As anotherexample, devices may be coupled in such a way that information can bepassed there between, while not sharing any physical connection with oneanother. Based on the disclosure provided herein, one of ordinary skillin the art will appreciate a variety of ways in which a connection or acoupling exists in accordance with the aforementioned definition.

The phrases “in some embodiments,” “according to some embodiments,” “inthe embodiments shown,” “in other embodiments,” “embodiments,” and thelike generally mean that the particular feature, structure, orcharacteristic following the phrase is included in at least oneembodiment of the present disclosure and may be included in more thanone embodiment of the present disclosure. In addition, such phrases donot necessarily refer to the same embodiments or to differentembodiments.

If the specification states a component or feature “may,” “can,”“could,” or “might” be included or have a characteristic, thatparticular component or feature is not required to be included or havethe characteristic.

The term “responsive” encompasses being completely or partiallyresponsive.

The term “module” refers broadly to a software, hardware, or firmware(or any combination thereof) component. Modules are typically functionalcomponents that can generate useful data or other output using specifiedinput(s). A module may or may not be self-contained. An applicationprogram (also called an “application”) may include one or more modules;or a module can include one or more application programs.

The term “network” generally refers to a group of interconnected devicescapable of exchanging information. A network may be as small as severalpersonal computers on a local area network (LAN) or as large as theInternet, a worldwide network of computers. As used herein, “network” isintended to encompass any network capable of transmitting informationfrom one entity to another. In some cases, a network may comprisemultiple networks—even multiple heterogeneous networks—such as one ormore border networks, voice networks, broadband networks, financialnetworks, service provider networks, Internet service provider (ISP)networks, and/or public switched telephone networks (PSTNs)interconnected via gateways operable to facilitate communicationsbetween and among the various networks.

Also, for the sake of illustration, various embodiments of the presentdisclosure have herein been described in the context of computerprograms, physical components, and logical interactions within moderncomputer networks. More importantly, while these embodiments describevarious embodiments of the present disclosure in relation to moderncomputer networks and programs, the method and apparatus describedherein are equally applicable to other systems, devices, and networks,as one skilled in the art will appreciate. As such, the illustratedapplications of the embodiments of the present disclosure are not meantto be limiting, but instead, are meant to be examples. Other systems,devices, and networks to which embodiments of the present disclosure areapplicable include, but are not limited to, other types of communicationand computer devices and systems. More specifically, embodiments areapplicable to communication systems, services, and devices, such as cellphone networks and compatible devices. In addition, embodiments areapplicable to all levels of computing, from the personal computer tolarge network mainframes and servers.

In conclusion, the present disclosure discloses novel systems, methods,and arrangements for smart documentation. While detailed descriptions ofone or more embodiments of the disclosure have been given above, variousalternatives, modifications, and equivalents will be apparent to thoseskilled in the art without varying from the spirit of the disclosure.For example, while the embodiments described above refer to particularfeatures, the scope of this disclosure also includes embodiments withdifferent combinations of features and embodiments that do not includeall of the described features. Accordingly, the scope of the presentdisclosure is intended to embrace all such alternatives, modifications,and variations that fall within the scope of the claims, together withall equivalents thereof. Therefore, the above description should not betaken as limiting.

What is claimed is:
 1. A non-transitory computer-readable storage mediumstoring instructions that, when executed by a computing system, causethe computing system to perform a process comprising: displaying, on agraphical user interface of a computing device, a first portion having aset of entries that relates to A) a single insurance claim or B) asingle insurance claimant, and a second portion having a capabilityto 1) add an entry to the set of entries and 2) to search for entrieswithin the set of entries with selected one or more features; whereinthe first portion and the second portion are displayed simultaneously;receiving, on the second portion of the graphical user interface, arequest, related to a keyword, to find, add, or modify an entry to theset of entries, wherein the request to find, add, or modify the entrycomprises: a selection of a template received via the second portion ofthe graphical user interface; and information to add into at least aportion of the template; saving the portion of the template with theinformation; discarding a remainder of the template before saving thetemplate into the entry; and displaying, on the first portion of thegraphical user interface, entries in the set of entries that match thekeyword.
 2. The non-transitory computer-readable storage medium of claim1, wherein the process further comprises: in response to receiving therequest to add an entry to the set of entries, associating the keywordwith the entry when the entry is added to the set of entries.
 3. Thenon-transitory computer-readable storage medium of claim 1, wherein theprocess further comprises: receiving, via the second portion of thegraphical user interface, a selection of at least one filter associatedwith the request to search for an entry; and displaying, on the firstportion of the graphical user interface, at least one of the entries inan expanded view, the at least one of the entries comprising contentthat matches the keyword and the at least one filter.
 4. Thenon-transitory computer-readable storage medium of claim 1, wherein theprocess further comprises: receiving, on the second portion of thegraphical user interface, a selection of at least one filter associatedwith the request to search for an entry; automatically determining, withthe computing device, one or more additional keywords included incontent of at least some of the entries of the set of entries;displaying, on the first portion of the graphical user interface, atleast one entry in an expanded view comprising content that matches thekeyword, the one or more additional keywords and the at least onefilter; and displaying, on the first portion of the graphical userinterface, at least one entry in a collapsed view comprising contentthat matches fewer than all of the keyword, the one or more additionalkeywords, and the at least one filter.
 5. The non-transitorycomputer-readable storage medium of claim 1, wherein the set of entriesincludes system-created comments and manually-created comments, whereindisplaying the graphical user interface further includes displaying thesystem-created comments in a collapsed view and displaying themanually-created comments in an expanded view as a default.
 6. Thenon-transitory computer-readable storage medium of claim 1, wherein therequest to search includes receiving a selection of entities, an author,and a type of entry.
 7. A method comprising: displaying, on a graphicaluser interface of a computing device, a first portion having a set ofentries that relates to A) a single insurance claim or B) a singleinsurance claimant, and a second portion having a capability to 1) addan entry to the set of entries and 2) to search for entries within theset of entries with selected one or more features; wherein the firstportion and the second portion are displayed simultaneously; receiving,on the second portion of the graphical user interface, a request,related to a keyword, to find, add, or modify an entry to the set ofentries, wherein the request to find, add, or modify the entrycomprises: a selection of a template received via the second portion ofthe graphical user interface; and information to add into at least aportion of the template; saving the portion of the template with theinformation; discarding a remainder of the template before saving thetemplate into the entry; and displaying, on the first portion of thegraphical user interface, entries in the set of entries that include thekeyword.
 8. The method of claim 7, further comprising: in response toreceiving, with the computing device, the request to add an entry to theset of entries, the request being received on the second portion of thegraphical user interface: automatically determining, with the computingdevice, the keyword from words or phrases associated with the entry; anddisplaying the keyword on the second portion of the graphical userinterface.
 9. The method of claim 7, further comprising: automaticallydetermining, with the computing device, one or more additional keywordsincluded in content of at least some of the entries of the set ofentries; and displaying, on the first portion of the graphical userinterface, at least one entry in an expanded view, the at least oneentry comprising content that matches the keyword and the one or moreadditional keywords.
 10. The method of claim 7, further comprising:automatically determining, with the computing device, one or moreadditional keywords included in content of at least some of the entriesof the set of entries; and displaying, on the first portion of thegraphical user interface, at least one entry in a collapsed view, the atleast one entry comprising content that matches fewer than all of thekeyword and the one or more additional keywords.
 11. The method of claim7, wherein the set of entries includes at least one of: system-createdcomments, manually-created comments, or customer-created comments. 12.The method of claim 7, wherein the keyword is entered by a user.
 13. Acomputing system comprising: one or more processors; and one or morememories storing instructions that, when executed by the one or moreprocessors, cause the computing system to perform a process comprising:displaying, on a graphical user interface of a computing device, a firstportion having a set of entries that relates to A) a single insuranceclaim or B) a single insurance claimant, and a second portion havingcapability to 1) add an entry to the set of entries and 2) to search forentries within the set of entries with selected one or more features;wherein the first portion and the second portion are displayedsimultaneously; and wherein the set of entries includes at least one of:manually generated entries, system generated entries, or communicationsreceived from users; receiving, on the second portion of the graphicaluser interface, a request, related to a keyword, to find, add, or modifyan entry to the set of entries, wherein the request to find, add, ormodify the entry comprises: a selection of a template received via thesecond portion of the graphical user interface; and information to addinto at least a portion of the template; saving the portion of thetemplate with the information; discarding a remainder of the templatebefore saving the template into the entry; and displaying, on the firstportion of the graphical user interface, entries in the set of entriesthat match the keyword.
 14. The computing system of claim 13, whereinthe process further comprises: in response to receiving the request toadd an entry to the set of entries, associating the keyword with theentry when the entry is added to the set of entries.
 15. The computingsystem of claim 13, wherein the request is a request to add the entry tothe set of entries; wherein the process further comprises, in responseto receiving, on the second portion of the graphical user interface, therequest to add an entry to the set of entries: automatically determiningthe keyword from a word or phrase associated with the entry; anddisplaying the keyword on the second portion of the graphical userinterface.
 16. The computing system of claim 13, wherein the processfurther comprises receiving, on the second portion of the graphical userinterface, user preferences that can define how the set of entries aredisplayed on the first portion of the graphical user interface.
 17. Thecomputing system of claim 13, wherein the process further comprisesdisplaying the set of entries on the first portion of the graphical userinterface in an expanded view or a collapsed view based on at least oneof: content within the entry matching the keyword, content within theentry matching other keywords, filters, or user preferences.
 18. Amethod comprising: displaying, on a graphical user interface of acomputing device, a first portion having a set of entries and a secondportion having a capability to add an entry to the set of entries and tosearch for entries with selected features; wherein the first portion andthe second portion are displayed simultaneously; receiving, on thesecond portion of the graphical user interface, a request, related to akeyword, to find, add, or modify an entry, and wherein the request tofind, add, or modify the entry comprises: a selection of a templatereceived via the second portion of the graphical user interface; andinformation to add into at least a portion of the template; wherein themethod further comprises: saving the portion of the template with theinformation; and discarding a remainder of the template before savingthe template into the entry; and displaying, on the first portion of thegraphical user interface, entries in the set of entries that include thekeyword.